**** NAPLAN Helpdesk Support Officer VCAA Fixed Term Staff MO2
Department of Education Victoria – Coburg VIC
8d ago, from Department of Education & Training Victoria
The Victorian Curriculum and Assessment Authority (VCAA) is a statutory body established under the repealed Victorian Curriculum and Assessment Authority Act **** which continues to operate under the Education and Training Reform Act **** (the Act).
About the Division
the delivery, assessment and reporting of all VCE examinations and the implementation of the National Assessment Program Literacy and Numeracy (NAPLAN) tests
the development, delivery and marking of the General Achievement Test (GAT)
the recruitment and training of sessional staff appointed to support F-12 assessment programs
the marking of NAPLAN writing tests and all VCE examinations, including written, performance and languages oral examinations
managing the quality assurance and statistical moderation programs for VCE school-based assessments
the operation of VCAA online assessment and marking systems including the VCAA online scoring system (VOSS), Insight and Digital Assessment Library
collecting, maintaining and processing student enrolment data and assessment results for Senior Secondary level qualifications and NAPLAN
issuing Senior Secondary level certification to students under delegation from the VRQA
managing the Victorian Student Register and the issuing of Victorian Student Numbers
providing technical and professional support for assessment and reporting matters to the VCAA Board, internal and external stakeholders
liaising with national and international bodies on assessment and reporting matters
management of the VCAA Assessment Centre which provides facilities to support Division operations including training meetings and central marking
About the Area
The Assessment Programs unit manages the implementation of the National Assessment Program Literacy and Numeracy (NAPLAN) for all schools and sectors across Victoria. Based at the VCAA's Coburg Assessment Centre, the unit provides comprehensive service support to all stakeholders and oversees all operational aspects of the program, including planning, school support, data management, and coordination with national agencies and service providers. It ensures that assessment processes are delivered consistently, efficiently, and in accordance with national and VCAA standards.
Role Purpose
The Helpdesk Support Officer is responsible for providing essential support for the NAPLAN, GAT and VCE external assessment programs. This role will be required to complete a variety of tasks aimed at ensuring the smooth operation of helpdesk services, including stakeholder management, data management, and technical support. The Helpdesk Support Officer will work closely with the Helpdesk Technical Lead and other subject matter experts to deliver high quality assistance to internal and external stakeholders and support the delivery of the VCAA's external assessment programs.
Role Responsibilities
The main components of this role include but are not limited to:
Providing timely and accurate support to internal and external stakeholders or escalating where appropriate.
Undertaking administrative and technical tasks across a range of business units to support and meet the complexity and demands of the range of external assessment programs, including:
Test/external assessment logistics
IT Systems/Application Support
Data management processes, e.g., user acceptance testing, reports generation
Support the development and review of processes and procedures to improve business processes.
Capabilities
Personal Attributes
Working Collaboratively: Cooperates and works well with others in pursuit of team goals; share information and acknowledge others' efforts; step in to help others where required.
Enabling Delivery
Digital and Technological Literacy:
Guides others in operating digital and technology tools relevant to area of work. Understands the impact of internal IT landscape on daily operations; has broad understanding of implementation activities related to the introduction and ongoing maintenance of new digital and technology tools.
Project Delivery:
Executes work tasks against plan; where plans are not defined, prioritises tasks in line with the urgency and impact of tasks; utilises approved task management tools; maintains accurate project records.
Authentic Relationships
Customer Focus:
Understand customer requirements and how work addresses customer needs; identify opportunities to improve services; committed to delivering high quality outcomes for clients.
Communicate with Impact:
Makes a positive impression on others and comes across with credibility; communicates orally in a manner that is clear, fluent and holds the listeners attention; able to deal with difficult and sensitive topics and questions.
Key Selection Criteria
Victorian Public Sector Values:
as detailed in Organisational Values section.
Customer Focus:
refer to the Capabilities section above for more detail.
Communicate with Impact:
refer to the Capabilities section above for more detail.
Working Collaboratively:
refer to the Capabilities section above for more detail.
Conditions of Appointment
All staff employed by the VCAA have access to a broad range of employment conditions and working arrangements.
Appointment of successful applicants will be made subject to a satisfactory pre-employment conditions check.
A probationary period may apply during the first year of employment and induction and support programs provided.
Detailed information on all terms and conditions of employment is available on the VCAA's Human Resources website at Letter of Offer of Employment – Terms and Conditions.
Selection Information
Prerequisites
Individuals with the aptitude, experience and/or qualifications to fulfill the specific requirements of the position.
Minimum of 2 years' experience in a helpdesk or technical support role, preferably in a high-volume, service-oriented environment.
Previous experience providing technical and administrative support within educational assessment environments (e.g., NAPLAN, VCE, or similar high-stakes testing programs).
Desired Experience
Experience using Salesforce CRM or similar case management systems for tracking and resolving stakeholder queries.
Experience with stakeholder management in educational contexts, including clear communication with schools and internal departments.
Organisational Values
The VCAA employees commit to upholding the public sector values: Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership and Human Rights. The VCAA's values complement each school's own values and underpin the behaviours the community expects of Victorian public sector employees, including those who work in Victorian Government Schools. Information on the VCAA values is available at ethics-behaviours-culture/public-sector-values/
Other Information
The incumbent must declare any close relations and associations with a student or teacher (spouse/partner, sibling, child, grandchild, niece/nephew) either teaching the study or enrolled as a VCE and/or VET student in ****.
The incumbent must not have accepted a voluntary resignation or career transition package, e.g. Voluntary Departure Package (VDP), Voluntary Separation Package (VSP), Resignation Incentive Scheme (RIS) from a Victorian Government agency or department within the last three years.
The incumbent can expect to be allocated duties, not specifically mentioned in this document, but within the capacity, qualifications and experience normally expected from persons occupying positions at this level. The incumbent will be based at a primary location of work at the VCAA Assessment Centre, Coburg, with opportunities to work remotely.
The incumbent shall carry out duties in accordance with legislation and governance requirements, policies and procedures, safety principles, code of conduct for Victorian public sector employees, and Victorian Public Sector Values.
All employees of the VCAA are required to have a current and satisfactory DE NCHRC, WWC or current VIT registration before they commence working with the VCAA.
Child Safe Standards
The VCAA actively promotes the safety and wellbeing of all students, and all VCAA staff are committed to protecting students from abuse or harm in the school and corporate environment, in accordance with their legal obligations including child safe standards. VCAA Policy:
Child safe policy:
Child safe code:
Criminal History Record Check (CHRC) and Working with Children's Check (WWC) requirement
All employees of the Victorian Curriculum and Assessment Authority are required to have a current and satisfactory Criminal History Record Check (CHRC) or current VIT registration before they commence working for the VCAA. The forms will be sent to you if you are appointed to this role. Your VIT registration/CHRC/WWC must cover the period you are working the VCAA.
EEO AND OHS Commitment
Applicants seeking part-time employment are encouraged to apply for any position and, if they are the successful candidate, request a reduced time fraction. Such requests will be negotiated on a case-by-case basis and will be subject to the operational requirements of the VCAA. We are committed to the principles of equal opportunity, and diversity and inclusion for all. We value diversity and inclusion in all forms – gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for roles within the VCAA. The VCAA recognises that the provision of family-friendly, supportive, safe and harassment-free workplaces is essential to high performance and promotes flexible work, diversity and safety across all our workplaces. It is our policy to provide reasonable adjustments for persons with a disability. Workplace adjustment guidelines. All casual employees employed by the VCAA will operate under the Ministerial Order **** (MO) which specifies the terms and conditions for all VCAA employees. All rates and conditions of employment are set out in the stated Ministerial Order.
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